Microsoft Office
Brandi Foster
Director, Patient Business Services
Tomball,TX
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
18
18
years of professional experience
2
2
Certifications
Work History
Director, Patient Business Services
Memorial Hermann- Cypress
2 2017 - Current
- Developed staffing models, policies, and procedures, and conducted testing to open an 81-bed facility.
- Managed 16 CVMPs who assisted with COVID screener stations and sitter needs for our Psych and Safety patients.
- Reviewed and trended denials, and worked on implementations for several initiatives such as VDI, Health Quest conversion, Cisco Migration for Scheduling Call Center and PBX, and EPIC.
- Helped facilitate our Customer Service training for the facility.
- Trained and guided team members to maintain high productivity and performance metrics.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Worked on improving employee and patient satisfaction.
- Tracked and trended department metrics such as cash collections, PCP Capture, IMM compliance, Email Capture, Wait Times, etc.
- Partnered with different service lines to help increase volumes.
- Implemented business strategies, increased revenue, and effectively targeting new service lines.
- Managed daily operations while overseeing 6 departments to foster increased productivity with 40 employees
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Boosted patient satisfaction rates through exceptional relationship management and prompt resolution of issues.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Patient Access Manager II
Conifer- Baylor St. Luke’s Medical Center
10.2016 - 02.2017
- Ensured compliance with federal, state, and local regulations pertaining to privacy laws and medical record documentation requirements within the Patient Access department.
- Evaluated workflow efficiency regularly, implementing process improvements as needed to meet changing demands on the healthcare system effectively.
- Spearheaded initiatives aimed at reducing denials due to eligibility or authorization issues through proactive payer outreach and improved documentation processes.
- Improved patient satisfaction by streamlining registration processes and implementing efficient scheduling systems.
- Enhanced staff productivity by providing comprehensive training on patient access procedures and best practices.
- Championed efforts focused on enhancing patient engagement through personalized interactions during registration, appointment scheduling, and financial counseling sessions.
- Recruited, hired and trained staff, providing direct supervision, ongoing staff development and continuing education to 60+ employees.
Patient Access Manger
HCA/Parallon- Kingwood Medical Center
01.2014 - 10.2016
- Enhanced staff productivity by providing comprehensive training on patient access procedures and best practices to 35+ employees
- Spearheaded and implemented new projects to expand scope of engagement.
- Improved patient satisfaction by streamlining registration processes and implementing efficient scheduling systems.
- Ensured compliance with federal, state, and local regulations pertaining to privacy laws and medical record documentation requirements within the Patient Access department.
- Created standard operating procedures for all Patient Access functions, ensuring consistency in service delivery across multiple departments.
- Fostered an inclusive work environment by promoting open communication channels and encouraging collaboration among team members.
Patient Access Supervisor
HCA/Parallon- Kingwood Medical Center
02.2012 - 01.2014
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Developed a comprehensive training program for new employees, ensuring thorough understanding of job responsibilities and hospital policies.
- Served as a key resource for senior leadership in developing strategic plans for the growth and expansion of Patient Access services, contributing valuable insights based on firsthand experience managing daily operations.
- Streamlined patient registration process by implementing efficient workflows and reducing wait times.
- Reduced employee turnover rate by fostering a positive work environment and providing ongoing support for professional development opportunities.
Patient Access ER Team Lead Registrar
HCA/Parallon- Kingwood Medical Center
10.2007 - 02.2012
- Trained new team members by relaying information on company procedures and safety requirements.
- Championed continuous improvement initiatives that resulted in optimized processes leading to cost savings for the organization.
- Frequently inspected production area to verify proper equipment operation.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Promoted high standerds through personal example to help each member understand expected behavious and standards.
Patient Access Registrar
HCA/Parallon- Kingwood Medical Center
08.2006 - 10.2007
- Upheld the highest standards of professionalism while interacting with diverse populations seeking medical assistance.
- Ensured compliance with hospital protocols by staying current on industry regulations and attending regular training sessions.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Explained estimated cost for medical treatments and answered patient questions to promote good understanding of proposed services.
Education
Bachelor of Science in Business Administration -
Columbia Southern University
Associate of Science in Business - undefined
Columbia Southern University
Skills
Certification
HFMA, 2017, Certified Revenue Cycle Representative (CRCR)
Committees
- Member of the Employee Advisory Group
- Member of the Measuremment Team
- Member of the People Readiness Team for ICD-10 Implementation
- Team Captain for my department’s Heart Walk Team
- Member of the iGenerate Committee
- Facilitator for Customer Service trainings
- Member of the Women Leaders of Memorial Hermann
- Member of the SEEC (Safety and Employee Engagement Champions)
- Business Operations Lead for Cisco Upgrade for Scheduling Call Center and PBX
- Member of the Bariatric Committee
- Member of the MH Experience Sustainment Committee
- Member of multiple EPIC readiness committess
- 2 year nominee and 2022 recipient of SPARK Leader Award
- Yellowbelt LEAN Six Sigma Bootcamp
Accomplishments
- 2 year nominee and 2022 recipient of the SPARK Leader award
Software
Cerner
Healthquest
EPIC
Meditech
Additional Information
Committees:
· Member of the Employee Advisory Group
· Member of the Measuremment Team
· Member of the People Readiness Team for ICD-10 Implementation
· Team Captain for my department’s Heart Walk Team
· Member of the iGenerate Committee
· Facilitator for Customer Service trainings
· Member of the Women Leaders of Memorial Hermann
· Member of the SEEC (Safety and Employee Engagement Champions)
· Business Operations Lead for Cisco Upgrade for Scheduling Call Center and PBX
· Member of the Bariatric Committee
· Member of the MH Experience Sustainment Committee
· Member of multiple EPIC readiness committess
· Yellowbelt LEAN Six Sigma Bootcamp
Timeline
Patient Access Manager II
Conifer- Baylor St. Luke’s Medical Center
10.2016 - 02.2017
Patient Access Manger
HCA/Parallon- Kingwood Medical Center
01.2014 - 10.2016
Patient Access Supervisor
HCA/Parallon- Kingwood Medical Center
02.2012 - 01.2014
Patient Access ER Team Lead Registrar
HCA/Parallon- Kingwood Medical Center
10.2007 - 02.2012
Patient Access Registrar
HCA/Parallon- Kingwood Medical Center
08.2006 - 10.2007
Director, Patient Business Services
Memorial Hermann- Cypress
2 2017 - Current
Bachelor of Science in Business Administration -
Columbia Southern University
Associate of Science in Business - undefined
Columbia Southern University